Principal Manager of Customer Reliability Engineering

7 days ago

Sydney, New South Wales, Australia Microsoft Full time

Overview


Are you eager to contribute to one of the most innovative products at Microsoft, dedicated to surpassing customer expectations and enhancing Microsoft's cloud-first approach? If you are enthusiastic about a dynamic environment, passionate about cloud computing technologies, and keen on fostering growth in one of Microsoft's essential businesses, the Azure Customer Experience (CXP) team is the right place for you. The Customer Reliability Engineering (CRE) team within Microsoft Azure offers customers scalable infrastructure and platforms to build, host, and expand service applications via Microsoft's extensive global data centers.

The Azure CXP CRE team is a pivotal segment of Azure Engineering, spearheading exceptional customer reliability initiatives, creating modern customer-first experiences at scale, and integrating profound customer insights and empathy into the broader Azure Engineering framework.

Our teams are dedicated to listening to customers continuously, driving enhancements and capabilities into services, support programs, service incident experiences, community engagements, and beyond.

Our commitment to a "no dead-ends" philosophy guarantees that every customer, regardless of their size or scale, can achieve their full potential through the Microsoft Cloud.

We are seeking a Principal Reliability Engineering Manager who is customer-focused and passionate about the reliability engineering of the Azure platform at scale, including aspects of availability and supportability.

This role entails accountability for enhancing customer experiences on Azure, diagnosing, and troubleshooting mission-critical customer applications developed on the Microsoft Azure platform.

The ideal candidate will exhibit a broad skill set while managing complex, highly available services, possessing a deep understanding of the underlying components (Azure Platform, Azure SDK, Azure Portal), and collaborating directly with customers, customer support, and engineering teams.

Our team is in search of a Principal Reliability Engineering Manager who will help advance a world-class infrastructure that supports a growing array of CXP customer programs.

You will be responsible for delivering essential, customer-facing features and collaborating across various Azure servicing teams to ensure they align with our customers' needs. You will maintain a keen awareness of cost of goods sold (COGS) at scale, developing features efficiently while ensuring the robustness of our infrastructure.



Responsibilities

  • Build and lead a team of reliability engineers in the region, delivering a world-class customer experience. Demonstrated ability to lead teams and collaborate across geographical regions while establishing strong partnerships.
  • Work closely with Engineering/PM to ensure the availability and performance of Live Site and customer satisfaction.
  • Participate in on-call coverage rotation, providing leadership to all customer-facing teams during incidents.
  • Enhance customer experience by analyzing signals from various sources, driving root cause analyses (RCAs), and implementing service improvements involving bug fixes.
  • Foster continuous improvement in the Azure platform by incorporating feedback from both internal and external customers.
  • Identify and implement customer-centric mitigation strategies and playbooks for operations.
  • Engage in the design of next-generation architecture for cloud infrastructure services, focusing on strategic customer support scenarios.
  • Exhibit enthusiasm, self-motivation, and a collaborative spirit.
  • Possess excellent collaboration, organizational, and time management skills.
  • Be data-driven with a focus on achieving business results for projects undertaken.

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